In Rejsekort's contact center, they do not only use call analysis to improve their overall customer satisfaction, but also to evaluate their external communication.
So, every time Rejsekort's communications department sends out new information, they do not just rely on their own gut feeling, but also need to take customer reactions into account.
"When we send out new pieces of information, it's important that we ensure that the messages are communicated in a clear and transparent way," says Rejsekort's Customer Center Coordinator, Klarafine Lildholdt.
She explains that they use conversation analysis to ensure that their external messages are not misunderstood: "In April 2022, we sent out a notice of changed terms to a total of 214,000 pensioners. In this particular case, we didn’t require any specific action from the pensioners. Afterwards, we used to track how many customers referred to this specific letter over the next few weeks."
According to Klarafine Lildholdt, the result was positive: "We experienced as little as 0.6% calls related to this particular notice, which means that we were generally successful with our communication," she says, elaborating:
"It's important to us that our customers get the help they need at all times. And at the end of the day, it's equally important that we learn from our successful communications as from our less successful ones. So, if we can use that information to pre- vent customers calling us with unnecessary questions, that's super positive."
According to new research from Capturi , around 10% of all customers or citizens mention external communication via emails, text messages or letters when they call a contact center. Among other things, the analysis shows that ...
